Customer Service Issue

[free.deal]

I had a return recently due to buyer's remorse (the buyer said he need money and doesn't want the item) and so I approved it. The returned item was delivered last Tuesday(10/19), so I had 2 day window to inspect the item and refund before ebay can step in on Friday (10/22). The buyer had trouble uploading the tracking number, so he contacted ebay to upload the tracking information on Thursday (10/21). Surprisingly a follow-up "not as described" case was opened against me on the same day (10/21). The case was quickly closed in favor of the buyer and full amount was deducted from my account (no selling fee credited back). I also got a transaction defect due to "closed without seller's solution".

I messaged the buyer about this situation, he apologized and said he only provided tracking information to eBay and nothing else (he didn't open a case at all). Later I talked to eBay customer service and they admitted they made a mistake and should not open a case during 2-day refund window and will help me to appeal to get my selling fee back and remove the transaction defect, but so far 4 days have passed still no fee credit or defect removal.

I have read a lot of recent bad experience with eBay customer service in this forum, is there a way to get my final value fee back to my account at least? It looks customer service is not helping sellers at all.

[coastaltechsolution · Accepted solution]

There is and you have been doing it, keep contacting CS and even though you will hear over and over:

1. You will hear back from us within 24-48 Hrs.

2. I have put a note on you're account

3. I have escalated this 

If you do not have the problem resolved contact CS then try eBay for business on Facebook or Twitter (I hear more success on Facebook)  

[dryophelia]

@free.deal 

In reality, you can’t inspect the returned item. As soon as it is received, issue the refund. eBay is not going to side with you even if the buyer sent back a box of rocks. 

You waited to long and eBay had to step in. That gives you a defect, no return of your fees and potentially, the buyer can leave negative feedback. They may have thought you were stalling. 

I’m not, in any way, defending eBay. They could easily make the wording more understandable. Many sellers and buyers get surprised by eBay’s actions because the verbiage often folds back on itself. 

[1tuna]

is there some reason you did not refund the day you got it back

I am unsure why you were waiting.if the buyer was repayed they would have had no reason to call ebay

[santamonicajeweler]

Your Buyer is less than truthful. It's a cause and effect situation. INAD wouldn't open by itself, however, eBay is aware of it now

Wait for a while, more you wait and nothing being done on your case,  will be in your favor. Call Customer Service next week and mention the long wait. That'll get your words heard louder 

[free.deal]

The buyer didn't upload the tracking number, so I messaged buyer to upload the tracking number so I can proceed the refund as a normal return flow. He had some technical issues from his end so he contacted eBay to help upload the tracking #. The buyer was nice enough, he voluntarily showed me the transcript with the agent that he only requested uploading the tracking number. And he also left me a positive feedback over weekend to thank my help.

[ajrc919695]

Live advisor